Customer Operations Co-ordinator - Provider Services

About The Role Team – Provider Operations Working Pattern - Hybrid – 2 days per week in the Vitality Stockport Office. Full time, 40 hours per week. We are happy to discuss flexible working! Top 3 skills needed for this role: Willingness to self-develop Strong communication skills to support the commercial dimensions of the role Ability to collaborate effectivity within a team while also demonstrating the autonomy to switch tasks to meet workload demandsWhat this role is all about: The Customer Operations Co-ordinator provides professional, efficient, courteous, and accurate front-line telephone and administration service to all Healthcare Providers, working independently and to standard procedures.  The Provider Operations Team supports Vitality’s Healthcare Providers and assists in the first contact resolution of their queries. This role involves a high level of technical expertise across all areas of the business and building positive relationships with Healthcare Providers.  The role includes assisting the other provider teams with the implementation of the management strategy. Effectively managing professional costs to ensure VitalityHealth members have access to high quality, affordable healthcare. The post holder will provide a high-quality administration service within the team, whilst being able to work under their own initiative.  You will have the ability to work effectively with a variety of teams and stakeholders across the Clinical Operations Division and the wider business. Reports to the Provider Operations Team Manager The job holder works with other team members. First point of contact for all Healthcare Provider queries. Knowledge of medical terminology and hospital, clinic, or laboratory procedures. The post holder will have good negotiation skills. Ability to meet the quality standards required over phone and email. The ability to understand processes across all areas of the business. May be expected to undertake limited travel (Stockport/Bournemouth/London).Key Actions Provide a professional, efficient, courteous and accurate Customer Service. Maintain a high-quality administration service. Achieve set targets for productivity and quality. Ability to maintain consistent attention to detail. To assist in the management of Customer (specialist, and policyholder) complaints. To co-operate in the promotion and implementation of EDI billing and BAC’s payments with all Healthcare Providers. Retain business by ensuring positive messages and commercial considerations are always considered. Relay customer feedback, process issues and areas for improvement. To assist in providing information such as newsletters, mail shots and information guides, to providers. Promote a culture of continuous improvement across processes in order to recognise and improve any obstacles. To actively contribute towards the overall development of the team and department. Carry out audits and provide resulting feedback.What do you need to thrive? Good general standard of education (GCSE’s or equivalent). Previous experience in a customer facing role. PC literate with good knowledge of Word and Excel. Excellent verbal and written communication skills. Ability to work under pressure and manage own time. Ability to build relationships with healthcare providers and other stakeholders. Politically agile with ability to manage conflict. Able to deliver in changing environments.So, what’s in it for you? Bonus Schemes – A bonus that regularly rewards you for your performance A pension of up to 12%– We will match your contributions up to 6% of your salary Our award-winning Vitality health insurance – With its own set of rewards and benefits Life Assurance – Four times annual salaryIf you are successful in your application and join us at Vitality, this is our promise to you, we will: Help you to be the healthiest you’ve ever been. Create an environment that embraces you as you are and enables you to be your best self. Give you flexibility on how, where and when you work. Help you advance your career by playing you to your strengths. Give you a voice to help our business grow and make Vitality a great place to be. Give you the space to try, fail and learn. Provide a healthy balance of challenge and support. Recognise and reward you with a competitive salary and amazing benefits. Be there for you when you need us. Provide opportunities for you to be a force for good in society.We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy. About The Company We're really excited to announce that we have recently been awarded "Top 10 Best Places To Work" in The Sunday Times Awards 2024! Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place. Diversity & Inclusion We’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. To learn more please visit our Careers page. Vitality’s approach to sustainability Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early